Tag: CX news

This week in CX: are employees becoming more dissatisfied at work?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the importance of human touch in the age of artificial intelligence, as well as the reasons behind the ‘ productivity theatre’ trend...

How are millennials shopping this holiday season?

Millennials are rewriting the rules of holiday shopping, ditching big-box stores in favour of small, independent businesses and embracing the ease of online retail. New research from Dentsu shows this tech-savvy and values-driven generation stands out from other age groups,...

Verint adds a CX/EX scoring bot to its bot suite

Verint has introduced the CX/EX Scoring Bot, an AI-powered tool that delivers real-time customer and employee experience scores. As part of the Verint Agent Copilot Bots suite on the Verint Open Platform, the bot sets itself apart by offering immediate...

Gartner reveals top three priorities for CMOs in 2025

Gartner has outlined three critical priorities for Chief Marketing Officers (CMOs) to achieve marketing excellence in 2025. These include transcending disruption, elevating enterprise-wide impact, and maximising marketing yield. Ewan McIntyre, VP Analyst and Chief of Research for Gartner’s Marketing Practice, said...

Market Harborough Building Society pushes CX to the top of its agenda

Typically, building societies aren’t considered seething hotbeds of change. But Market Harborough Building Society (MHBS) has been shredding stereotypes as it overhauled its company culture and put customer experience at the centre of its business. The catalyst for change was market...

Liquid expectations reshaping entire industries

You’ve just enjoyed a seamless Amazon shopping experience. With one click, your order is placed, paid for, and enroute with real time tracking updates. Later, you apply for a personal loan at your bank, only to face a maze of...

This week in CX: what’s up with the global market?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at what’s shaking up the new world of hybrid work and how can brands stay relevant and why they need to rely on...

Salesforce launches new tools for AI agent testing and management

Salesforce has introduced new tools to streamline the lifecycle management of AI agents developed with Agentforce. The new tools streamline testing, deployment, and monitoring processes while offering transparency in usage and performance. Designed for enterprises striving to adopt an “agent-first”...

Online reviews are the primary source for purchasing decisions of UK consumers

UK consumers are increasingly turning to online reviews to guide their purchasing decisions, according to a recent report by Reputation. Notably, 68% of them favours online reviews over recommendations from family and friends (24%), and brand claims (18%). Influencers and...

Converting traffic into loyalty: Strategies for acquiring and retaining high-quality audiences

With digital competition fiercer than ever, the race to acquire traffic has evolved into something far more strategic: building customer loyalty. Brands no longer just face the challenge of drawing consumers in—which became a big focus after the pandemic —...